Customer Success Manager

17 hours ago

Singapore WORKATO PTE. LTD. Full time

Application instructions
Interested applicants, please apply for this job at this link:
Responsibilities
We are looking for an exceptional
Customer Success Manager
to join our growing team. In this role, you will own a portfolio of assigned accounts that may vary in market size, industry, and complexity, with a focus on ensuring value realization through the use of Workato platform, increasing adoption across variety of business and functional units, ensuring retention, supporting growth, and overall customer satisfaction. You will also be responsible to:
Develop a strong command of Workato's unique value propositions, the business value our key capabilities drive, our approach to Enterprise Automation, Orchestration and AI, and our customer use-cases/success stories as well as our best practices. Leverage the aforementioned knowledge to guide the customer on their Enterprise Orchestration & AI journey and help them think differently. Work with customers on building out the AI roadmap
Develop and maintain strategic business relationships with enterprise customers to drive adoption, assess and evangelize value received, and assist in revenue expansion. Establish regular touchpoints with the assigned customers per established practices, to review progress against strategic business and technical product objectives.
Develop and maintain engagement with senior customer executives to understand their strategic objectives and position Workato for their transformation initiatives, including delivery of Customer Objectives reviews, Exec Business reviews, etc.
Develop a deep understanding of a customer's business, use cases, and desired outcomes in order to guide them to achieve these via Workato's product and services. Develop and drive programs to increase usage of the product within the current (landed) group and expand usage to other business groups/functions.
Create customer assets, including Joint Success Plan, to be leveraged by our sponsors that outline progress with Workato mapped to their business initiatives, value, deployment plans, etc.
Monitor customers' achievement of desired outcome and value, consistently and effectively telling the story of these both to internal stakeholders and externally to key customer stakeholders.
Be the expert in deployment models and governance structures and share best practices from a business and technical perspective.
Serve as the primary point of escalation when customer issues arise, and effectively prioritize and orchestrate resolution of customer requests or issues.
Develop trusted and collaborative relationships with internal stakeholders and business partners; and champion customers internally in order to mitigate risk, improve customer experience, drive to value outcomes, and unlock growth.
Professionally manage your book of business and provide periodic and accurate reporting, develop growth and mitigation plans, following our best-practices and documentation requirement.
Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency.
Run hackathons and bootcamps to drive product adoption and consumption.
Actively engage in sales activities to drive revenue growth and customer expansion.
Qualifications / Experience / Technical Skills
Bachelor of Science or equivalent technical education. MBA is a plus.
5 + years of professional experience in consulting, customer success, client relationship or technical

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